Job Description

• Support the company’s philosophy and company culture through the use of Values, Pillars of Legendary Quality Experiences daily to ensure Guest Satisfaction and the achievement of our Mission Statement.
• To ensure that Mandarin Oriental, Macau’s grooming and appearance standards are implemented and maintained to reflect an image of professionalism and care.
• Supervise and support the day-to-day operations of the Reservations Department.
• Be accountable for the proper handling of telephone reservations, correspondence pertaining to both F.I.T. and group reservations.
• Ensure communications among other departments, notably Finance, Sales, Concierge, Housekeeping, Front Desk and other departments concerned, is maintained with information which pertains to them.
• Co-ordinate with concerned departments on guests’ special requests.
• Daily pre-arrivals check and follow up on any requests and amenities correctly.
• Ensure input data accuracy in HMS.
• Ensure all the filing is up to date.
• Coordinate any equipment/system problems to be fixed.
• Communicate work procedures and company policies to the Reservations Team.
• Ensure the Reservations Team has full knowledge of all rates, including negotiated, promotional and packages.
• Ensure that LQA and Forbes calls are carried out by the Reservations Team in a professional manner and meet the company’s target, in accordance with LQA and Forbes standards.
• Issue instructions and assign duties to Reservations Sales Agents.
• Assist the team in resolving problems and completing work.
• Conduct daily team briefing and update briefing log.
• Manage daily, weekly and monthly attendance records.
• Manage reservations templates and maintain up-to-date files on share drive.
• Identify the individual potential of Reservations team members for development.
• Be responsible for the training and coaching of all colleagues on a daily basis.
• Identify / review reservation tasks process from time to time to enhance work effectiveness and efficiency.
• Resolves complaints and answer questions of guests regarding services, facilities and other requests.
• To carry out annual appraisals and regular feedback on development on all colleagues using the Mandarin Oriental Hotel Group Performance and Development System.
• Assist in room availability control and management.
• Assist in HMS and SynXis rate loading or any update.
• Assist to update Rate and Availability in all channels.
• Assist in preparing the reports assigned.
• Attend and participate in sales and business development training as required.
• To take part in monthly departmental meeting to communicate monthly results, business forecast, training opportunities, product development and hotel news.
• To attend a 1-2-1 with the Director of Revenue Management on a regular basis to discuss but not limited to: the team, future business on the books and outlook, training needs, challenges and successes, upselling and, new ideas to generate revenue and improve efficiency.
• Proactively manage inventory for the hotel to maximize revenue derived from the room inventory.
• Proactively provide data to the team with guidance from the Director of Revenue Management for the purpose of analyzing and evaluating specific business segments, specific accounts, market segment mix (Group vs. Transient and its sub-segments), room type demand, channel production and geographical mix, recognizing trends and patterns.
• Effectively use systems (HMS, IDeaS and Delphi) to determine, implement, manage and control accurate and agreed upon revenue management strategies, i.e. pricing, inventory and selling strategies.
• Perform any other reasonable duties as required by the department head.